Description
Server Infrastructure EngineerBirmingham based
Inside IR35
All candidates must hold active DV Clearance due to the timing of the project we are unable to put someone through clearance
Job Purpose
This role will report to the Server Infrastructure Manager to provide Server Infrastructure technical support, the individual will support all Sever Infrastructure activities pertaining including operational business as usual and project tasks as required relating to the growth and the services supported in line with the business priorities.
This role will be part of a team of engineers covering 7-7-5 on site and 247365 on call for critical support. The jobholder will provide technical support as part of the Server Infrastructure team supporting the portfolio for existing services and as the services grows, to include support of other strategic National services.
This role is vital to ensure the Server Infrastructure is supported relating to incidents, problems and changes to provide best practice support for Services.
This role requires a flexible working approach and will be part of a team who will provide onsite 7-7-5 support; therefore this role will be required to work as part of a shift system. The role holder will be required to travel to sites around the UK as appropriate.
Knowledge, Skills and Experience
- Worked as a Senior Engineer in a technically diverse environment preferably as part of a shift rota
- Operational knowledge and experience of working with service desk call management system
- Experience of working within a ITIL service environment working to defined metrics and SLAs
- Strong experience of Wintel and VMware technologies
- Strong experience of Server and Desktop operation systems including Windows 2008, 2012 and Windows
- Experience of Change Management within an ITIL service environment
- Ability to prioritise, execute tasks and achieve results in a busy Service Operation environment
- Good experience of failover testing, resilience and redundancy methodology
- Good experience of Server and Infrastructure monitoring and automation tools including SCCM
- Preferred MCSE qualified or equivalent
- Preferred ITIL V3 Foundation certified
- On a daily basis communicate with Service desk and other engineers acting as an escalation point for Server Infrastructure related major incidents
- On a daily basis ensure a clear and logical handover is provided to the next shift
- Excellent interpersonal and communications skills for the role holder to communicate effectively and efficiently with the customer and 3rd parties on a daily basis
- On a daily basis ability to translate technical solutions into non-technical speak when communicating with customers and colleagues in person and via telephone, email and video conference.
- On a weekly basis represent Technical Changes at the weekly CAB
- Weekly face-to-face communication with line management to provide incident and project updates
- Daily face-to-face and telephone communication regarding incident escalations to line management and 3rd parties
- Weekly face-to-face communication with the Service Desk Analysts for two way communication relating to incident updates and up-skilling opportunities
- Ensure work load is managed and prioritized effectively
- Ensure Adherence to polices, standards and controls
- Ensure SLAs for technical incidents and service requests relating to services portfolio are not breached
- Provide technical support for Server Infrastructure National infrastructure relating to BAU and Projects to ensure objectives are being met in line with business objectives
- Provide resilience and failover testing to ensure all managed Infrastructure is tested and documented on a regular basis to ensure failover functions as designed and is predicable
- Provide documentation to ensure all managed Infrastructure is documented and regular audits completed, this is required to provide effective support
- Proactively monitor Server Infrastructure tools to ensure the Incident, Service Request and Problem management SLAs are being met
- Proactively monitor Server Infrastructure tools to ensure availability and capacity is acceptable and raise any related concerns to management as appropriate
- Ensure Change and Release management process and procedures are adhered to and correct process is followed to mitigate against unplanned downtime and service outages
- Ensure Infrastructure standards are followed to ensure new and existing services implemented in a standard nature and scalable in approach
- Ensure security accreditation and procedure is not compromised by ensuring all activities comply with the SyOPs and RMADS